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Attention WGT

• srellim234 2,077 Posts

  Mon, Jul 28 2014 6:09 PM

  WGTadmin - I agree but you still have a responsibility to protect your company and your customers from clearly fraudulent ones. Last year's Mr. Clean Extreme survey offered by Qualtrics through Peanut Labs is an obvious example. Many of us who are extremely experienced in the way the surveys work and spent a lot of time defending them when WGT employees refused to even respond to survey complaints had the "survey completed" show up on our screens after completing the lengthy one and received nothing in return. 

  Despite Peanut Labs website saying to the contrary, they claimed they couldn't even find it! WGT...shoe tried to help and had trouble even checking it out. What irritated me the most was the behavior typical of WGT employees with bad news. He totally disappeared with no comment. It's as if WGT feels if they say nothing the customer will just go away or keep playing and enjoy getting no help whatsoever from WGT.

  If you do not have performance standards written into your contracts with these people, you are not running that part of your business properly. If you do, you should have just given the 120 credits to the 20 or so people who complained and recouped the credits back from Qualtrics or Peanut. Obviously nothing would be due to others who suffered at the hands of Qualtrics but didn't let you know. Instead, we were stonewalled again by a typical WGT employee disappearance. Not even the courtesy to come back to the thread and say, "We know there's a problem but you can drop dead. We just don't care."

  FWIW, that was the last survey I completed here and informed both customer service and shoe that was it. Again, absolutely no reply or apology for the bad experience. What would have cost you 2,400 credits spread across about 20 customers has cost you about 26,000 - 30,000 credits of pro shop sales on my account alone. Congratulations.

  It's a poor company that feels it has no obligation to protect its customers from fraud by suppliers. Whether you feel you have control over it or not it is still a reflection on your company. We access those survey through your website.

   

• vitoandolini 175 Posts

  Mon, Jul 28 2014 9:16 PM

  fasffreddy1:

  I think you should have some control since they are putting stuff on your website. I would think that WGT would not want these "advertizers" abusing those who use the site either.

  Sir, being an American I have every right to question whether or not WGT is being paid by these 3rd party partners. And I have reread all of the replies and have not seen an answer as to whether they are or are not. If I owned a business as this is I would have every right to make sure what they are supplying is correct. You are right though it is not my business but I am a player here as you are. There are a lot of other 3rd parties that would love to advertise here and would have a father better product to supply. 

   

• WGTadmin 1,166 Posts

  Tue, Jul 29 2014 10:31 AM

  @srellim234: I am not personally aware of the issue with Peanut Labs that you are speaking of. I will have to talk with Shoe to find out more. Once I do I will reply back. 

  Do you have the reference number when you contacted Support?

• srellim234 2,077 Posts

  Tue, Jul 29 2014 1:33 PM

  Not any more. That case a year ago was the straw that broke the camel's back. I deleted all emails and decided it was not worth pursuing anything in the future using the WGT customer service link.

  I'm in a hurry to get to my daughter's school right now but I'll look up the two major threads on the issue when I get back.

• alanti 10,564 Posts

  Tue, Jul 29 2014 2:07 PM

  Just a few points that were raised by sremlin234 - I do recall a number of players regarding the Mr Clean survey that were extremely annoyed, and I am sure WGT can search for those threads and I am sure your IT department can access the emails between sremlin from your server.

  Personally I cannot comment on surveys, as in 4 years I have only been offered one - like the videos, all I get is a message - there are no surveys available, please try again in a few days (perhaps it should say "years".

  But hey, if you live in a crap location of the world, I understand (and I agree and understand why some people are not eligible for some - as a company that frequently advertises I want to hit MY target market.

  But WGT does have a duty of care for its members - as without these members your company is worthless. A lack of customer service and empathy for your members in the past has been nothing short of appalling.

  srellim234:

  If you do not have performance standards written into your contracts with these people, you are not running that part of your business properly.

  To me this is they key - performance standards or KPI's that should be written into any contract.

  As a business owner, KPI's are what I focus on, if I fail it has a financial ramification, at worst I lose a contract, So with every contract I have quality assurance plans that ensure that all KPI's are met.

  These companies are either accessing your website via a client log on, or WGT is uploading their offers - therefore it should be WGT that is ultimately responsible for the content and accuracy of these offers.

  The players are your customers and need to be protected by placing stricter controls on your third parties - to wash your hands of them is unacceptable and failing your duty of care.

• srellim234 2,077 Posts

  Tue, Jul 29 2014 3:07 PM

  http://www.wgt.com/forums/t/173209.aspx

  http://www.wgt.com/forums/t/173147.aspx

   

  I can't say what it's like now since I don't do surveys any more but it used to be a regular occurrence with Qualtrics surveys.

• alosso 21,091 Posts

  Wed, Aug 13 2014 9:10 PM

  WGTadmin:

  @srellim234: I am not personally aware of the issue with Peanut Labs that you are speaking of. I will have to talk with Shoe to find out more. Once I do I will reply back. 

  Do you have the reference number when you contacted Support?

  Two weeks gone - what's the result?

  Shoe should be able to reply here himself!

• srellim234 2,077 Posts

  Sun, Aug 31 2014 3:12 PM

  WGTadmin:

  @srellim234: I am not personally aware of the issue with Peanut Labs that you are speaking of. I will have to talk with Shoe to find out more. Once I do I will reply back. 

  Do you have the reference number when you contacted Support?

  It's been a month and once again we are treated to the WGT "Cone of Silence."

  Was it a frivolous, empty promise?

  Are you incapable of communicating with someone in your own organization?

  Are you actually working on it but exhibiting poor customer service skills by not keeping us informed?

  I'm not surprised; more of the typical disappearing behavior we customers see by WGT employees and representatives. Hope and pray people will lose interest so the issue will just fade from sight.

• mrcaddie 2,429 Posts

  Mon, Sep 1 2014 6:14 AM

  srellim234:

  It's a poor company that feels it has no obligation to protect its customers from fraud by suppliers. Whether you feel you have control over it or not it is still a reflection on your company.

  There is a smaller, similar thread going on here about videos with the same issue. Our friend Filmslayer watched a couple of videos for 15 credits each and received nothing. I watched the same video and received 4 credits, not the 15 clearly stated.

  WGT-

  Alanti and Srellim234 are both correct, you can't get away with the whole "it's a third party thing and we have no control" excuse. If you align yourselves with a company that is screwing over your customers, be it videos or surveys, you have to put them on notice that this is unacceptable and won't be tolerated....it really does reflect poorly on you as a company.

  I know the mods are just hired guns, but if they ever owned a business (like some of us do, or have) they would know the second a vendor started pissing off your customer base we would read them the riot act or cut them loose in an effort to ensure we didn't lose any customers.......this is not being done on this site.

  MC

• borntobesting 9,754 Posts

  Mon, Sep 1 2014 11:19 AM

  fasffreddy1:

  Another thing that happens is that you get screened out BEFORE they ask you any questions. I thought they did not save our information!

  You had to fill out a profile on the Peanut Labs page before you could take any surveys there. That information is saved and that is what determines if you qualify for the surveys there. You can edit it but I think you can only edit once every 6 months or so.